PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Alerts allow companies to recover lost customers, recognize star employees and generate new leads.

Morale 77

Morale Upselling Surveys Coaching 77

PeopleMetrics

DECEMBER 27, 2019

As the lead of the customer experience team, you have to be multi-functional, with the right mindset and communication skills to connect with different personalities. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Need help wrangling internal stakeholders?

Telecommunications 81

Telecommunications APIs Analytics Feedback 81

PeopleMetrics

JUNE 8, 2020

First you ask in a survey, “Did anybody go out of their way to deliver an exceptional experience for you today?” When a front stage employee receives a recognition alert, that person can then, in turn, recognize backstage team members who helped deliver that experience. Please include attribution to peoplemetrics.com with this graphic.

Brand ambassadors 77

Brand ambassadors Employee engagement Morale Customer centricity 77

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

PeopleMetrics

DECEMBER 12, 2019

If you hear a positive remark about a person, repeat it to that person as soon as possible—perhaps via email. Recognize your employees’ personal accomplishments. They will appreciate your recognition of their personal accomplishments, even if all you do is acknowledge them at the beginning of your next staff meeting.

Banking 91

Banking Consulting Consulting Feedback 91

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

Telecommunications 209

Telecommunications Wireless Surveys Feedback 209

PeopleMetrics

JULY 23, 2018

In Lesson 2 , I introduced the primary types of VoC feedback—transactional surveys ( solicited feedback) and social reviews ( unsolicited feedback). The core of most VoC programs, solicited transactional surveys reach out to customers during or immediately after an experience. It is an absolute must. How long was the line?

Feedback 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Madeline: Alright, so Sean - you have been here from the very very beginning in 2001. Here are some folks who who were with the team then, and there's another Reason Research person, Heather.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

Toister Performance Solutions

JANUARY 9, 2018

A 2014 Salary.com survey discovered that 57 percent of employees admitted to wasting at least one hour per day. Skip it if you already agreed to meet with just one person. Customer service professionals in particular are guilty of running multiple software programs simultaneously for both personal and business.

Advertising 27

Advertising Personalization Contact Center Surveys 27

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? I completed my engineering in 2001, majoring in Electronics. Customer centricity is the DNA of the company; every single person here passionately works towards the customer. Mine has been a roller coaster journey.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Voxjar

JUNE 8, 2021

Founded in 2001. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. Scorebuddy QA. scorebuddyqa.com. Based in Dublin Ireland.

Call Center 51

Call Center Analytics Enterprise Sales 51

Cisco - Contact Center

MARCH 21, 2019

Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. According to a survey conducted by the Aberdeen Group, 60% of contact centers are using 7 or more systems to interact with customers and 44% manually integrate data using spreadsheet software.* We have two alternative flights for you.

Contact Center 40

Contact Center Airlines Analytics Self service 40

Russel Lolacher

FEBRUARY 20, 2023

How do you look at that from a more holistic environment standpoint, as opposed to, oh, I got rid of that one person, everything’s great in the world now. And yes, you can say it’s that person’s fault. I’m 82% of parents surveyed across North America said the same thing. But what have you done?

Education 52

Education Personalization Employee engagement Coaching 52

PeopleMetrics

MAY 4, 2020

In response, we created what we call a Full Circle Survey. We ask, “Did the person who contacted you fully address your concern or resolve your problem?” He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Were customers retained? Torn between approaches?

Management 77

Management Customer centricity B2C Feedback 77

PeopleMetrics

JANUARY 7, 2025

Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. No more waiting weeks for top-line results or for an analyst to ask the tabs person to pull a response rate report for a given project. It was like magic!

Surveys 71

Surveys Marketing Personalization Customer Experience 71